Business Profile

Home Accessories

Williams Sonoma, Inc.

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This business has 1 alert

Pattern of Complaints

Complaints

This profile includes complaints for Williams Sonoma, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

3,355 total complaints in the last 3 years.
661 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:06/11/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Pottery barn keeps canceling my orders. Only one went through. And when I call I get no answers to why. All of my billing is correct and I just placed a successful order a few weeks ago so this makes no sense. I am new to pottery barn but this is a complete turn off. I cant drive to the store to buy, its too far away. Please help me figure out why my order keeps getting canceled. And no, its not a billing discrepancy. Thank you.
Business Response
Date: 06/18/2025
Williams-Sonoma, Inc. is in receipt of this customer's
complaint. We have reviewed our customers’ concerns and confirm the billing
information used on order needs to match the payment billing information for order
processing.

Sincerely,

Williams-Sonoma, Inc.
Initial Complaint
Date:06/10/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered ***lacement cushions for a couch on 4/4/2025. I have called over **************************************** update. I spent $1,294.26 on the items. Each time I call and speak to a *** they have a supervisor tell them they are waiting on the vendor. Nobody will help with this order. I'd like this order complete along with a partial refund.
Business Response
Date: 06/18/2025
Williams-Sonoma,
Inc. is in receipt of this customer’s complaint. We have reviewed our
customers’ concerns regarding this order. We confirm leadership in our customer
service department is owning this customers’ order. We have relayed this
complaint to our customer service leadership department. No further action is
required by this department, as a member of the leadership in our customer
service department is addressing this concern for our customer.

Sincerely,

Williams-Sonoma, Inc.
Customer Answer
Date: 06/18/2025

Complaint: 23450606

I am rejecting this response because I have not received a partial refund or ETA on cushions.

Sincerely,

Brandon Weber
Business Response
Date: 06/23/2025
Williams-Sonoma, Inc. is in receipt of this
customer’s complaint. We have reviewed our customers’ concerns and have
reviewed this order again for our customer. We confirm leadership in our
customer service department is owning this customers’ order. We have relayed
this complaint to our customer service leadership department. No further action
is required by this department, as a member of the leadership in our customer
service department is addressing this concern for our customer.

Sincerely,

Williams-Sonoma, Inc.
Customer Answer
Date: 06/24/2025

Complaint: 23450606

I am rejecting this response because they literally copied and pasted a generic response with no ETA or partial refund for the order they messed up. I have not heard from any “Leadership” as they claim. They are providing false pretenses and committing fraud.

Sincerely,

Brandon Weber
Initial Complaint
Date:06/10/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In 2022, I purchased the Haven sofa from West Elm at their *********** showroom. Upon delivery, the sofa cushions were extremely hardnothing like the one I tested in-store. I immediately raised this concern and was told by West Elm employees and delivery staff that the cushions simply needed time to break in and would eventually soften. Trusting this advice, I waited patiently, not knowing that the cushion foam inside might be different.Over a year later, I visited a different West Elm location (*****************) and examined their Haven floor model. The cushion filling inside was noticeably differentsofter and better quality. The in-store team opened a case on my behalf. I submitted photo evidence and described the situation, but after weeks of follow-up, I was told nothing could be done because the sofa was more than one year ****** concern is not about typical wear or buyer's remorse. The sofa was misrepresented at the time of sale, and I relied on West Elms guidance to wait. No one ever advised me to check the foam or open the cushions to inspect quality. I believe I received a different cushion fill than what was promised and displayed in-store.I also contacted the general manager and even emailed the CEO, but received no resolution. I filed a claim with my Amex Platinum extended warranty, but it was declined due to timing. I am now seeking a fair resolution from West Elm: to replace my sofa cushions with the same quality foam used in the Haven floor models, as initially advertised and expected.I have photo documentation, email threads, and a timeline of events available upon request.
Business Response
Date: 06/17/2025
Williams-Sonoma,
Inc. is in receipt of this customer's complaint. We have reviewed our
customers’ concerns and confirm this request is already showing reviewed and
denied by leadership. Due to leadership involvement, no further action is
required by this department. We thank our customer for their understanding. We consider this issue resolved.

Sincerely,

Williams-Sonoma,
Inc.
Customer Answer
Date: 06/18/2025

Complaint: 23447518

I am rejecting this response because: I did not speak with the “leadership” as described by the business. I only spoke with a first level customer service representative. When I attempted to speak with the GM, he told me I needed to go through the customer service representative first and then follow up with him; but once the CSR closed the case, he did not provide any assistance.
I have also since found that the business does not have a written warranty policy. They take claims on a “case by case” basis, which seems wholly unfair.

Sincerely,

Olivia Reyes
Business Response
Date: 06/18/2025
Williams-Sonoma, Inc. is in receipt of this customer's
complaint. We have reviewed our customers’ concerns and have reviewed this
order again for our customer. We confirm this request is already showing
reviewed and denied by leadership. Due to leadership involvement, no further
action is required by this department.

Sincerely,

Williams-Sonoma, Inc.
Customer Answer
Date: 06/21/2025

Complaint: 23447518

I am rejecting this response because: the GM admitted they have no formal warranty. And a customer service representative on the phone told me that furniture is on a case by case basis.
West Elm associates told me to wait, and I followed their instructions until I uncovered the real issue at hand. I waited PER THEIR INSTRUCTIONS, and now they say the time frame is too long — that is unacceptable and they need to take responsibility.

Sincerely,

Olivia Reyes
Initial Complaint
Date:06/09/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed an order #************ for a Wonderfold W4 Wagon for my daughter for this upcoming summer and my order shows it was delivered, but I never received it. I received an email with the tracking and when I tracked it on the *** website it showed a picture of the wrong home. I contacted pottery barn kids customer service immediately in which I was told that they would file a claim, and I would have to wait several days in order to receive a response and contingent upon it being approved is the only way I would get my money back and that if it wasnt I would be out my money. This is very frustrating as it's clearly delivered to the wrong home and this is an expensive purchase for my daughter, which makes it that more frustrating. They did not help at all and is just prolonging this issue. All I want is my money back for this order and will now buy this item on ****** instead.
Business Response
Date: 06/17/2025
Williams-Sonoma, Inc. is in receipt of this
customer's complaint. We have reviewed our customers’ concerns regarding this
order. We confirm our customer contacted our customer service department and
that department is handling the concern. No further action is needed by our
team as our customer is already being assisted by our customer service
department.

Sincerely,

Williams-Sonoma, Inc.
Customer Answer
Date: 06/18/2025

Complaint: 23447168

I am rejecting this response because: customer service is NOT assisting me. They opened a claim with UPS and after a few days UPS called me and told me id need to call the merchant for a refund of the order I never recieved. I contacted customer service immediately after and was told theres nothing they could do because after checking it says that UPS couldnt get ahold me of me which doesnt make sense. I kept asking questions and the customer service agent was not helpful at all and kept giving me a generic response then proceeded to tell me that if id like my money back that I would have to call my bank. Worst experience ever I just want my money back for the order I never got that was meant for my daughter! Extremely disappointing please make it right.

Sincerely,

Michael Colon
Business Response
Date: 06/18/2025
Williams-Sonoma, Inc. is in receipt of this customer's
complaint. We have reviewed our customers’ concerns and have reviewed this
order again for our customer. We confirm this order was delivered and we are
unable to act further on this order.

Sincerely,

Williams-Sonoma, Inc.
Customer Answer
Date: 06/20/2025

Complaint: 23447168

I am rejecting this response because: The order was MISDELIVERED. They show a photo that is clearly not my home and even provided UPS proof that it is not my home and now Pottery Barn/William Sonoma is refusing to refund an order that was CLEARLY delivered to the wrong place considering all the proof I already provided. It is simply a scam to shake it off and take my money for an item that was meant for my young daughter who now cant utilize the item I bought for her to take her around without having to walk much. This company should be ashamed and hopefully decide to make things right om their own. I will continue to escalate this to the fullest extent and with all the proof I will eventually get my money back , its just unfortunate it has to be this much of an inconvenience. Please refund my money to prevent further hassle.

Sincerely,

Michael Colon
Initial Complaint
Date:06/09/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
West Elm has overcharged me twice totaling $10,047.20 in unauthorized charges. The first charge was on May 10th and I have tried extensively to get this refunded. The second charge occurred 5 days ago. ***** will help me or give me my money back.
Business Response
Date: 06/16/2025
Williams-Sonoma,
Inc. is in receipt of this customer’s complaint. We have reviewed our
customers’ concerns regarding this order. We confirm this customer has been
contacted by a leader with our retail support department and that department is
currently owning this customers’ order. No further action is needed by our
department as our retail support leadership department is already addressing
this concern for our customer.

Sincerely,

Williams-Sonoma,
Inc.
Initial Complaint
Date:06/09/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On April 6th I placed an order with Westelm which included 2 bedside tables and 2 lamps. When the order arrived, the bedside tables did not fit in the space, so I processed a return online to return one bedside table and one lamp. The return produced a label that included both items and these were picked up by *** on April 14th. We have a 24/7 concierge and they confirm both packages were collected. I was then away for 3 weeks and on my return discovered the refund had not been processed. I contacted Westelm, who said the return had not bee processed in their system. I spent an hour on the phone waiting for them to try and track it down and whilst they couldnt see the return registered, they could find the *** tracking code. I sent them a copy of the original order and a copy of the return label. They rang back in an hour to say that the return was denied, as the *** docket only showed a weight of 10lbs which was light for both items. I explained that the label had both items on it, so I copied and put on each box. I repackaged the items in the orignal boxes/packaging, so that they would not get damaged. They said there should have been two seperate labels and since the weight was not correct, the claim was declined. I have since written to them on ***** occassions, providing evidence of the above, as well as giving them evidence that they received the package. I even copied in Williams and Sonoma on the last two complaints.Not one email has been responded too, which is simply the worst service I have ever received from any retailer in my 57 years. Can you please help with getting a refund of these two items. I did even offer for them to return the items if they werent going to refund them, and even that hasnt provoked a response.Any assistance you can provide would be most appreciated Regards ***
Business Response
Date: 06/17/2025
Williams-Sonoma, Inc. is in receipt of this customer's complaint. We have reviewed our customers’ concerns and have issued a refund on the lamp and nightstands for our customer.

Sincerely,

Williams-Sonoma, Inc.
Initial Complaint
Date:06/06/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a couch from Pottery Barn. I measured the dimensions as reported on the website to ensure the couch would fit through the door/elevators etc. The delivery of the couch is through a third party (*****) and a charge of $150 for "White Glove Delivery." Upon the date of delivery of the couch, there were 2 men attempting to deliver the couch (although Pottery Barn told me that typically 3-4 people would deliver and that they must be short-staffed). First, they would not bring the truck into the loading dock, even though it fit. They put the couch on a single rolling dolly with sagging over each side, said they didn't have an additional dolly. The couch came in an enormous box. They initially said it would not fit in the elevator (a large moving elevator). I asked them to remove the couch from the box--they said they could not because they are not permitted to. Finally, they removed it from the box--there was substantial packing material, making the box much larger than the described dimensions on the site. The couch easily fit in elevator. Upon brining it up to my apartment, they made one attempt to get it in the door, said it would not fit, took a picture, and attempted to leave. I was very confused, said that they had to angle the couch, take the legs off, etc. They said they were not permitted because they would be "charged" if they ruined the couch. They said they had to take the couch back to the warehouse, which they did.Upon calling pottery barn, they said they could only give me store credit, not refund my credit card. I told them repeatedly that I did not feel comfortable with their delivery and did not want to get another item from them. They refused to return my money to my card. Further, I ordered a chair from West Elm (same parent company, and the order was just cancelled, no chair delivered). I do not want to shop with this company and want my money back to use at a different company.
Business Response
Date: 06/10/2025
Williams-Sonoma,Inc. is in receipt of this customers complaint. We have reviewed our customers concerns regarding this order. We confirm leadership in our customer service department is owning this customers order. No further action is required by this department, as a member of the leadership in our customer service department is addressing this concern for our customer.

Sincerely,

Williams-Sonoma, Inc.
Initial Complaint
Date:06/06/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hello,I purchased an air fryer from the Williams Sonoma website on May 27, 2025, for a total of $548.70. It was shipped via *** and marked as delivered on May 31, 2025. However, the package was never delivered to my property. My security cameras clearly show that no delivery attempt was made that day or in the days following.I initially contacted **** who stated that the seller/shipper must handle the matter. Williams Sonoma opened a *** investigation, but it was closed the next day without resolution. I appealed to *** to reopen the investigation, and they did; however, Williams Sonoma did not respond to ***s requests, so *** closed the investigation again.Despite numerous conversations with Williams Sonoma representatives and leadership, they refused to issue a refund or reship the item, citing the *** proof of delivery. However, *** has acknowledged that the proof of delivery can be faulty within a 1,000-foot radius. Williams Sonomas refusal to cooperate with *** is entirely unreasonable.I have video evidence and a police report confirming that no delivery occurred. It is the sellers responsibility to ensure goods are delivered. This air fryer was meant to be a gift for a family member who just beat cancer and loves cooking.Please avoid Williams Sonoma and consider ************** instead.
Business Response
Date: 06/10/2025
Williams-Sonoma, Inc. is in receipt of this
customer's complaint. We have reviewed our customers’ concerns regarding this
order. We confirm our customer contacted our customer service department and
that department is handling the concern for our customer. No further action is needed by our
team as our customer is already being assisted by our customer service
department.

Sincerely,

Williams-Sonoma, Inc.
Customer Answer
Date: 06/10/2025

Complaint: 23432900

I am rejecting this response because:
Yes, while customer support has contacted me, all they have done is restate information I already know. I have offered to provide evidence of nondelivery via email, in person, or through video recordings that clearly show the package was not delivered to my property.

Williams Sonoma states they cannot take action if there is a delivery photo, yet the photo in question clearly shows a property that is not mine. Despite my repeated efforts to provide valid evidence, they continue to ignore my concerns. I have even offered to visit my local store to present the video proof of nondelivery, but they remain unresponsive.

As a result, I will no longer consider Williams Sonoma for any future purchases. I strongly recommend using Crate and Barrel or any of their competitors instead, as they will treat you much better.

Sincerely,

David Kim
Business Response
Date: 06/16/2025
Williams-Sonoma, Inc. is in
receipt of this customer's complaint. We have reviewed our customers’ concerns
and have reviewed this order again for our customer. We confirm we are unable
to act further on this order.

Sincerely,

Williams-Sonoma, Inc.
Customer Answer
Date: 06/18/2025

Complaint: 23432900

I am rejecting this response because:
You guys took my money without delivering the product

Sincerely,

David Kim
Initial Complaint
Date:06/04/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On July 05 2024 I purchased a dinning set from West Elm. It was delivered in 8/6/2024. And on December 10 of 2024 I called to complain that the products I had received were falling apart. I spoke with a ***resentative who said there was nothing they can do but offer me a partial refund in a gift card. I waited for such reimbursement and received nothing. I called again on 12/24/24 and spoke with someone else who said they were going to issue the refund and that it hadnt been processed like the previous *** had said. Still nothing is sent to I call again on January 3 2025. Again they act like theyre helping me but I waited for the refund and nothing. So I sent an email to customer service on February 4 and I didnt receive a respond at all. I decided to email them again on 5/27/25 and still no respond. This set cost $2711.50 and it looks so worn down and the paint has peeled and lifted. Its a lot of money for a product that is falling apart a month into receiving. They should provide a refund for providing a defective product or allow me to exchange it.
Business Response
Date: 06/10/2025
Williams-Sonoma, **** is in receipt of this customer's complaint. We have reviewed our customers concerns and have reached out to our customer to help.

Sincerely,

Williams-Sonoma, ****
Initial Complaint
Date:06/04/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 1/15/2025 I purchased a sofa, ottoman a console table, two end tables and two lamps from West Elm totaling $4671.91. On 2/26/2025 West Elm delivered the ottoman and sofa and I immediately noticed the sofa ottoman appeared over stuffed and did not match the west elm photo. I asked the delivery drivers to take the furniture back, and they refused, telling me I needed to contact West Elm ***************** I contacted ******************** customer service and was told that new cushions were going to be ordered with an expected delivery in June 2025. On 5/29 when the replacement cushions arrived, I told the delivery driver that the "fix was unacceptable" and the driver told me I needed to speak to West Elm ***************** who called me (I have call recording) and told me that they wanted me to be satisfied and that they would provide a full refund for the sofa and the ottoman back on my credit card if the delivery drivers took the furniture back - which they did. Then, that west elm customer service agent hung up while I was on hold and a different agent picked up the call (the furniture was taken by the delivery company) and changed the story to now I am supposed to only get a store credit. I told her this was unacceptable and that the only reason I allowed the delivery drivers to take the furniture is because I was getting a refund on my card. A GM was supposed to call me back within 2-3 business days which would have been yesterday (6/3) and I got no call and every time I call I sit on hold and am eventually hung up on. So I have no furniture and no refund on my card and West Elm is refusing to take my calls.
Business Response
Date: 06/10/2025
Williams-Sonoma, **** is in receipt of this customer's complaint. We have reviewed our customers concerns and confirm a leader with our quality assurance team is assisting our customer with their concern via consumer affairs.

Sincerely,

Williams-Sonoma, ****
Customer Answer
Date: 06/11/2025

Complaint: 23418483

I am rejecting this response because: on the west elm chat on 6/6 (see photos) I was told by west elm that west elm had the returned sofa and ottoman in their possession last week and to expect a refund by this coming Friday 6/13 at the latest. Then yesterday 6/10 the west elm associate I was dealing with on consumer affairs told me they were waiting to confirm the returned furniture had been received at the hub (see photo) To be clear, I refused the fix offered by west elms delivery crew on 5/29 and the west elm delivery crew took the sofa and the ottoman back with them. And today, 14 days later I have no refund. A 10 day demand letter was sent via certified mail 9505510547765156179866 to west elm headquarters and was delivered on 6/9. After 10 days I will take legal action.
Sincerely,

******* *****
Business Response
Date: 06/16/2025
Williams-Sonoma, **** is in receipt of this customer's complaint. We have reviewed our customers concerns and have reviewed this order again for our customer. We confirm a refund in the amount of $2,760.37 has been issued.

Sincerely,

Williams-Sonoma, ****

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Williams Sonoma, Inc. is NOT a BBB Accredited Business.